Remote Programming Services Sev 1
HGBU Consulting Services
Consulting Support Escalation Policy
Purpose of the document
The purpose of this document is to detail the global standard for processes related to Consulting Support and business practices which impact the support organization. This includes but is not limited to, hardware failures, Bugs / Hotfixes, identified during and after business support hours.
Intended Audience
This document applies to Hospitality Consulting and Support personnel.
What do Hospitality Consulting team do?
Hospitality Consulting is a line of business within the HGBU. They perform implementation work for hotel and F&B customers across OPERA, Fidelio Suite 8, Materials Control and Point of Sale products (Simphony, RES, 9700, Inventory Management, Gift & Loyalty). They are primarily a billable organization where all implementation work is performed based on a sales engagement. All hours worked are tracked and invoiced by the Consulting organization directly to the customer.
Hospitality Consulting perform the following engagements for our customers:-
On-premise server installation, Configuration, User training, Go-live support, interface configuration (IFC8, OXI, OWS, HTNG), Workstation Configuration.
Work may be performed remotely or on-site. Consulting performs work for on-premise customers and cloud customers, however for Cloud customers - the management of the cloud environments is handled by the GBUCS team (Global Business Unit Cloud Services).
Handover to Support Process
Upon completion of a project for a new customer, the following tasks will be followed by the installer:
- Customer handover to support org via SR creation, using a template (Reference A). The SR should be created using the Hospitality Handover option in MOS and it will be assigned to a member of the Hospitality Ops team. The Customer Sign off documentation should be attached to the SR as well as any customer specific information that is relevant for the customer handover to support. Any documentation that has customer-specific information it will be stored in HCSIR database and linked to the SR by the HOST agent, as per the HCSIR process outlined in Document 2049043.1.
- Perform a Welcome Call (Only for English language currently) with the new customer and the HOST team Document 2457325.1. The purpose of this call is to show the customer how to contact support via the phone, confirm and adjust the property data in MOS (MLPN, Customer Name, Primary Contact details) and to discuss the project and any outstanding tasks remaining at the end of the project. It is important that following the call, the completed sign off documents are attached to the SR or shared in the slack channel #sup-hosp-con-handover referencing the SR number.
- The following documents to be provided to the customer by the installer after the handover call:
MOS Hospitality Support Quick Reference Guide & Escalation Process
MOS Quick Start Guide and links
Cloud Support Portal Quick Reference Guide and Links
Warranty Period for Hospitality Consulting
Any work completed by the HGBU Consulting team will be (internally) warrantied for a 14 day warranty period
Please note that the warranty period does not apply to work performed by GBUCS on any Cloud/hosted environments. This includes upgrades, security patches and environmental or performance issues etc.
Prior to SR dispatch to consulting, the Oracle Support Agent must perform due diligence and confirm that the issue is not a bug and a genuine consulting issue. The customer stating that they just went through an upgrade or installation is not sufficient or immediate cause to transfer the service request to Hospitality Consulting.
Consulting request the following basic information:
- Detailed description of the issue
- Product with Full application and database version numbers. Opera V5 is not enough. We need the full version down to the e-patch level
- What steps were performed by the agent to confirm the issue is Consulting related?
- Where applicable, the agent would collect and attach all necessary log files
- Point of Contact on site with contact information and availability
Any incoming calls to Support should be handled by Support once the installer has completed the support handover unless the issue is related to:
- Application errors tied to basic functionality or configuration
- Post-install layout issues not finalized (e.g. folio styles, CCM and PMS confirmation letters)
- Post-install configuration wishes/changes that were not in scope, after installer left the hotel (e.g. missing additional department codes, rate codes, packages, payment methods).
- B.O.F. exports (not properly tested by the customer, by the Installer)
- Errors in (customized) reports
- Billable requests after installation, e.g. billable changes / enhancements or simply more training/services, any billable add-ons
Hotfixes and e-Patches
When a customer calls into Support with a known issue that requires a hotfix / e-patch, where a fix is already available, the agent will assign the service request to the relevant local / regional Consulting team using the agreed information above. The customer should be advised via the SR that the consulting engagement will be a billable engagement. If the resolution stated in the service request is incorrect or has not been previously verified by SE then it will be reassigned back to support. All Hotfixes, e-Patches requests and new product issues coming from the customer for issues where no fix already exists will be handled by support following the normal channels and process including analysis and escalation to development if needed.
Billable/Chargeable work
When a call comes into support with a request for work that is not part of the standard support process, the support agent will inform the customer that the work requested is billable through consulting on a time and material engagement. The support agent will document the customer's request including customer reference name, using template from Appendix A, and assign the service request to the relevant consulting team in MOS for processing. Is there a different process here for NAMER? It seems they request that the customer is sent to sales first, whereas in EMEA the quote and the contact with the customer is handled via the RPS team.
OPN (Oracle Partner Network) Territories:
For Engaging HGBU Consulting for an Oracle Partner / Dealer: Review Document 2500225.1
Severity 1 Service Requests for Hospitality Consulting:
Hospitality Consulting will not accept any service requests that are related to database issues, unless they are within the warranty period or billable (Define billable DB issues). All other database issues should be directed to the support team Document 2245778.1
Hospitality Consulting have established a 24 hour / 7 days a week Global Consulting Support number for Opera Support to call when a system down issue needs to be handed over to Hotel Consulting.
There are two scenarios that require a warm handover to Consulting.
- Software/database recovery
- Software reinstallation
Hospitality Consulting will schedule resources to handle the re-installation and the recovery of the Oracle Software if the site has a valid backup. If a valid backup is not available, Consulting will schedule resources to rebuild the server and install a fresh product data base, which the site will then need to configure as needed. All services requests to support this will be on a T&M (billable/chargeable) engagement.
Only hardware failures from the following products qualify:
- Opera PMS server Fidelio Suite 8 PMS server
- OXI OXIHUB OEDS OWS interface server
- IFC8 interface server
In addition to the above service request requirements, the Hospitality Consulting group require that Support explains to the customer that the issue is out of Support's scope and the resolution would be a billable engagement.
The Support agent can then email the Severity 1 form, referenced below, copying the Global Consulting Escalation email (maisupport_us_grp@oracle.com) then call the Consulting hotline to perform a handover.
To engage consulting globally for a severity 1 critical failure during local business hours, an email and call should be made to consulting contacts and to the global contact outside business hours. For North America, use the US numbers 24x7.
Escalation of a Support or Consulting Issue
Should there be a need to escalate any issue, the complete list of Consulting and Support contacts may be found at the end of this document.
The full list of Hotel Consulting contacts is located in Appendix C.
Appendix A - Template for Support SR Creation to handover customer to support
- Customer Name
- Brand and chain
- Region(s)
- Number of installed sites
- Server location
- On-site installations
- Go Live / maintenance date
- Main customer contact name (post project):
- Main customer contact title:
- Main customer contact information (email/phone):
- Main customer contact location
- Oracle Project Manager Name
- Oracle Account Manager Name
- Oracle Installer Name
- Support handover completed Y / N
- Support contact aware of go live / maintenance
- Product(s) and version(s)
- Product with Full application and database version numbers. Opera V5 is not enough. We need the full version down to the e-patch level
- Installed on Oracle/Micros hardware Y/N
- API / interface to 3rdparty vendors
o Premise/On Site
- Third Party Interfacing_________________
- Third Party Interfacing_________________
o Cloud
- Third Party Interfacing_________________
- Third Party Interfacing_________________
- Customer exports Y / N?
o On Premise export(s) Name and time(s) to run________________
o Cloud export(s) Name and time(s) to run_____________________
- Customized configuration Y / N
o Documented where? _________________________
- Custom POS Reports
o On Premise Report - Name - Function/Customization - directory
- Written by Oracle Y/N
o Cloud POS/PMS/myMicros- Name Function/Customization
- Location of relevant documentation (Should be attached to the service request so agents don't need to go looking for it)
- Issues during installation
- Customer Sign off date and name of person signing
- On-going issues / risks to product(s) stability
- Other relevant information
- Preferred Customer Language
Appendix B - Severity 1 letter for signature
[ NOTE: This file needs to be copied to a word document, the details need to be updated with the appropriate customer information. The file should be saved as a PDF and sent to the customer. The customer needs to sign and return the PDF. The PDF needs to be attached to the SR. ]
{Customer Legal Name}
{Attn: Name and Title of individual authorized to accept letter}
{Customer Address}
Re: {Project Name/Project Number/Work Description}
Dear {insert name},
We are delighted to have agreed to start work on the above project as of {DD/MM/YY}.
This letter is to advise you that although Oracle does not presently have a signed ordering document with {Customer legal name} for this project, Oracle HGBU Consulting intends to commence work in good faith with the understanding that we will work together to finalize an ordering document for services, including those performed prior to ordering document execution.
However, please be advised any services provided during this time will be subject to the following provisions, unless otherwise agreed in the finalized ordering document:
- Ownership and Restrictions
Oracle retains ownership and all intellectual property rights to anything developed or while performing services. The services provided might be related to your license to use programs owned or distributed by Oracle, which you acquired under a separate order. The agreement referenced in that order shall govern your use of such programs.
- Limitation of Liability
Neither party shall be liable for any indirect, incidental, special, punitive, or consequential damages, or any loss of profits, revenue, data or data use while services are performed without a signed agreement in place. Oracle's maximum liability for any damages arising out of or related to these services shall be limited to the fees paid for the services performed prior to an executed ordering document, and if such damages result from deficient services, such liability shall be limited to the fees you paid for the deficient services giving rise to the liability.
Oracle's services are to be performed {insert "remotely" or "at" location of work} and it is understood that {Customer Legal Name} will contribute {insert brief obligations or assumptions of Customer}.
Please sign and return this letter to me as soon as possible so that Oracle may start work on your project while we finalize the ordering document. Should you disagree with the above provisions or be unable to counter sign this letter on your company's behalf, please contact Oracle immediately so that Oracle may reassign staff until outstanding issues are resolved or an ordering document for the services is executed.
Thank you in advance for your understanding and cooperation and I look forward to working with you on behalf of Oracle.
Sincerely,
Acknowledged and Accepted by:
By: ________________________________
Name (Print): ________________________
Title: _______________________________
Effective Date: _________________________
Appendix C - Hotel Consulting Points of Escalation
CONSULTING- HOTEL
These are the escalation contacts to engage Hotel consulting globally for a severity 1 critical failure. For other regions than North America, use the local contacts during business hours and the US numbers outside business hours. For North America, use the US number 24x7.
Escalation Contacts
First Escalation
Second Escalation
Final Escalation
NAMER & Canada
Global OOH
NAMER, Canada
OOH - Hotel Products Only
maisupport_us_grp@oracle.com
1-667-786-6143
Lisa Waddington
lisa.waddington@oracle.com
1-667-786-5510
1-443-562-1534
Grant Lorimer
grant.lorimer@oracle.com
1-667-786-5172
1-239-595-9833
EMEA Northern Region
UK
Elaine Buckley
elaine.buckley@oracle.com
44(0)7824 565239
Gavin Mann
gavin.mann@oracle.com
44(0)7824 465484
Marc Schmalenberg
marc.schmalenberg@oracle.com
49(0)1703320848
EMEA Northern Region
Ireland
Elaine Buckley
elaine.buckley@oracle.com
44(0)7824 565239
Gavin Mann
gavin.mann@oracle.com
44(0)7824 465484
Marc Schmalenberg
marc.schmalenberg@oracle.com
49(0)1703320848
EMEA Northern Region
Poland
Magdalena Pipinska
magdalena.pipinska@oracle.com
48(0)668047345
Gavin Mann
gavin.mann@oracle.com
44(0)7824 465484
Marc Schmalenberg
marc.schmalenberg@oracle.com
49(0)1703320848
EMEA Northern Region
Hungary
Viktor Takacs
viktor.t.takacs@oracle.com
36703991059
Gavin Mann
gavin.mann@oracle.com
44(0)7824 465484
Marc Schmalenberg
marc.schmalenberg@oracle.com
49(0)1703320848
EMEA Northern Region
Israel
Paul Richards
paul.a.richards@oracle.com
972546573195
Gavin Mann
gavin.mann@oracle.com
44(0)7824 465484
Marc Schmalenberg
marc.schmalenberg@oracle.com
49(0)1703320848
EMEA Central Region
Germany
Gerhard Paschke
gerhard.paschke@oracle.com
49 211 74839310
Kirsten Quandt
kirsten.quandt@oracle.com
49 2131 137 283
Marc Schmalenberg
marc.schmalenberg@oracle.com
49(0)1703320848
EMEA Central Region
Austria
Bernhard Tschabuschnig
bernhard.tschabuschnig@oracle.com
43 1 33777058
Kirsten Quandt
kirsten.quandt@oracle.com
49 2131 137 283
Marc Schmalenberg
marc.schmalenberg@oracle.com
49(0)1703320848
EMEA Central Region
Switzerland
Kai Asmuss
kai.asmuss@oracle.com
41 564833261
Kirsten Quandt
kirsten.quandt@oracle.com
49 2131 137 283
Marc Schmalenberg
marc.schmalenberg@oracle.com
49(0)1703320848
EMEA Southern Region
France
Stéphane Cesari
stephane.cesari@oracle.com
33 6 62 98 58 87
Canio Saluzzi
canio.saluzzi@oracle.com
33 6 62 98 61 56
Marc Schmalenberg
marc.schmalenberg@oracle.com
49(0)1703320848
EMEA Southern Region
Spain
Paulo Vasconcelos
paulo.vasconcelos@oracle.com
351917229487
Canio Saluzzi
canio.saluzzi@oracle.com
33 6 62 98 61 56
Marc Schmalenberg
marc.schmalenberg@oracle.com
49(0)1703320848
EMEA Southern Region
Italy
Roberto Guagliardi
roberto.guagliardi@oracle.com
393,351,332,992
Canio Saluzzi
canio.saluzzi@oracle.com
33 6 62 98 61 56
Marc Schmalenberg
marc.schmalenberg@oracle.com
49(0)1703320848
EMEA Southern Region
Portugal
Paulo Vasconcelos
paulo.vasconcelos@oracle.com
351,91,229,487
Canio Saluzzi
canio.saluzzi@oracle.com
33 6 62 98 61 56
Marc Schmalenberg
marc.schmalenberg@oracle.com
49(0)1703320848
EMEA Nordics
Iceland
Ulf Brodalen
ulf.brodalen@oracle.com
47 92091277
Vilma Suomi
vilma.suomi@oracle.com
358 (0)408420737
Marc Schmalenberg
marc.schmalenberg@oracle.com
49(0)1703320848
EMEA Nordics
Denmark
Joakim Hedberg
joakim.hedberg@oracle.com
46 70 6098 166
Vilma Suomi
vilma.suomi@oracle.com
358 (0)408420737
Marc Schmalenberg
marc.schmalenberg@oracle.com
49(0)1703320848
EMEA Nordics
Norway
Ulf Brodalen
ulf.brodalen@oracle.com
47 92091277
Vilma Suomi
vilma.suomi@oracle.com
358 (0)408420737
Marc Schmalenberg
marc.schmalenberg@oracle.com
49(0)1703320848
EMEA Nordics
Finland
TBA
Vilma Suomi
vilma.suomi@oracle.com
358 (0)408420737
Marc Schmalenberg
marc.schmalenberg@oracle.com
49(0)1703320848
EMEA Nordics
Sweden
Joakim Hedberg
joakim.hedberg@oracle.com
46 70 6098 166
Vilma Suomi
vilma.suomi@oracle.com
358 (0)408420737
Marc Schmalenberg
marc.schmalenberg@oracle.com
49(0)1703320848
JAPAC
Singapore, Philippines, Vietnam, Cambodia, Myanmar
Kok Lam Ng
kok.lam.ng@oracle.com
+65 90628048
Anna Jeslyn Yong
anna.jeslyn.yong@oracle.com
+65 9387 0597
Rick Kennedy
rick.kennedy@oracle.com
+1 703-989-7664
JAPAC
Korea, Guam, Saipan
Seong Yee Koh
seong.yee.koh@oracle.com
+821042381601
Anna Jeslyn Yong
anna.jeslyn.yong@oracle.com
+65 9387 0597
Rick Kennedy
rick.kennedy@oracle.com
+1 703-989-7664
JAPAC
Malaysia, Maldives, Sri Lanka
Kok Lam Ng
kok.lam.ng@oracle.com
+65 90628048
Anna Jeslyn Yong
anna.jeslyn.yong@oracle.com
+65 9387 0597
Rick Kennedy
rick.kennedy@oracle.com
+1 703-989-7664
JAPAC
Thailand, Laos
Kiat Sripipattanamongkol
kiat.sripipattanamongkol@oracle.com
+66922243517
Anna Jeslyn Yong
anna.jeslyn.yong@oracle.com
+65 9387 0597
Rick Kennedy
rick.kennedy@oracle.com
+1 703-989-7664
JAPAC
Taiwan
Mandy Lo
mandy.lo@oracle.com
+886 965 352 277
Shannon Lau
shannon.lau@oracle.com
+852 5690 2322
Anna Jeslyn Yong
anna.jeslyn.yong@oracle.com
+65 9387 0597
JAPAC
Hong Kong, Macau
Shannon Lau
shannon.lau@oracle.com
+852 5690 2322
Anna Jeslyn Yong
anna.jeslyn.yong@oracle.com
+65 9387 0597
Rick Kennedy
rick.kennedy@oracle.com
+1 703-989-7664
JAPAC
Japan
Megumi Moriura
megumi.moriura@oracle.com
+81 80 6799 9210
Anna Jeslyn Yong
anna.jeslyn.yong@oracle.com
+65 9387 0597
Rick Kennedy
rick.kennedy@oracle.com
+1 703-989-7664
JAPAC
India, Nepal, Bangladesh
Aishwarya Mehta
Aishwarya.mehta@oracle.com
+911204892292
Anna Jeslyn Yong
anna.jeslyn.yong@oracle.com
+65 9387 0597
Rick Kennedy
rick.kennedy@oracle.com
+1 703-989-7664
JAPAC
Australia, New Zealand, Pacific Islands
Jill Carruthers
jill.carruthers@oracle.com
+61419989584
Anna Jeslyn Yong
anna.jeslyn.yong@oracle.com
+65 9387 0597
Rick Kennedy
rick.kennedy@oracle.com
+1 703-989-7664
LAD
LAD Hotel Products at Hotels (Field & Remote Services)
Alejandro Balza
alejandro.balza@oracle.com
+54 9 11 4949 0947
Jaime MacLeod
jaime.macleod@oracle.com
+5491140701320
Rick Kennedy
rick.kennedy@oracle.com
+1 703-989-7664
LAD
LAD Hotel Products - PMS Projects Information
Viviane Rosa (PMO)
viviane.rosa@oracle.com
+5511995534313
Jaime MacLeod
jaime.macleod@oracle.com
+5491140701320
Rick Kennedy
rick.kennedy@oracle.com
+1 703-989-7664
HOSPITALITY SUPPORT
Support Escalation Points
Though we encourage you to contact the Manager on Duty (MOD) via your local support telephone lines, you can leverage the following global product support managers and product escalation leaders as the secondary and tertiary escalation points respectively.
Support Escalation
Area
Product
Escalation Global Product Support Managers
Product Escalation Leader
PMS
Opera V5 PMS
Bryan Miller
Global PMS Leader
Eric Seaman
Opera Cloud
Bryan Miller
Sales & Catering / BI
Sari Sarelo
Central Systems: ORS / OXI / OEDS
(OWS, ADS, GDS, Kiosk, HTNG)
Jana Friedrich
Interfaces (IFC8)
Aurelien Casanova
Suite8 & POS8
Ivonne Kollatschni
Legacy PMS (V6/V7)
Eric Seaman
Other PMS Products
Eric Seaman
PMS & Central Systems Level 2
Etienne Piat / Bryan Miller
F&B
Simphony
Jeff Jackson
Global F&B Leader
Sean Bingham
RES 3700
Frank Quattrociocchi
9700
Melchor Gaston
E7
Melchor Gaston
eBusiness
Don Johnson
Legacy POS
Aidan Gaughan
F&B Level 2
Rishi Konayeruku-Naidoo
Customer
Dedicated Helpdesks
Accor, Carlson, Hilton, Hyatt, HMS Host, IHG, Louvre, Marriott/Starwood, Sonic, Starbucks, Wyndham
[This section is not visible to customers.]
Andrew Noppenberger
Global Leader
Adriana Torres
Technical Services
Hotel Systems/DBA (not for hosted sites)
Etienne Piat
Global Leader
Eric Seaman
Regional Support Leads
In the event that an issue would require assistance from a Regional Lead, or in the case of a MAC/ Top Account customer or a customer with a Support CAM engagement.
NAM Lou Lopez
LAD Lucas Ferroni
EMEA Stephanie Greene
JAPAC Andrew Pogonoski
Global Leader
Adriana Torres